Remote - Onboarding Specialist

CareSource•Massachusetts WFH, MA

1d•$47,400 - $76,000•Remote

About The Position

The Onboarding Specialist is the primary contact for members as they transition to a CCA/CareSource health plan. The Specialist contacts new members via telephonic outreach and identifies both the member's existing healthcare services that will continue and new service requests. The Specialist works to ensure that member needs are addressed through liaising with internal CCA/CareSource providers and external healthcare providers. The Specialist also educates the member on health plan offerings and addresses members' questions or concerns. This role may also provide clinical care to members via telehealth technologies (video, chat, etc.) for clinically appropriate care and care management services.

Requirements

Bachelor's Degree or relevant experience in call center and/or Medicare/Medicaid plan required
Equivalent years of relevant work experience may be accepted in lieu of required education
Five (5) years of relevant experience required
One (1) year working in outreach or in the community with individuals who have behavioral, medical, social, or interpersonal complexities impacting their lives required
Experience working in a multi-cultural setting required
Experience using motivational interviewing techniques in a professional setting required
Demonstrated understanding of the community served
Familiarity with data entry and querying databases to identify key information about members
Excellent communication skills, including the ability to convey information clearly telephonically and in a culturally sensitive manner
Strong interpersonal and customer relation skills, including active listening skills, dependability, and responsiveness
Compassionate, understanding, and patience
Motivates, empowers, inspires, and collaborates with members while effectively establishing boundaries by clarifying roles, expectations, and deliverables
Ability to develop and maintain positive working relationships with peers, supervisors, and other organizations
Ability to multitask and ensure all work is completed thoroughly and completely in a fast-paced environment with competing demands
Basic computer skills
Professional, comprehensive, clear documentation
Familiarity with Microsoft Office programs: Outlook, Calendar, Word
Willing to learn and utilize telehealth technologies (video, chat, etc.), when appropriate, for a variety of clinical care and care management services.

Nice To Haves

Experience identifying unmet healthcare needs and escalating to the appropriate individual preferred
Experience with electronic medical record and care management systems strongly preferred
Knowledge of some medical terminology preferred

Responsibilities

Serves as the primary member contact and advocate until their care team is established, both through direct member outreach and inbound call support
Leverages internal and external resources (such as claims, referrals, and pharmacy data) to identify accurate, successful contact information for unreachable or hard-to-reach members
Orients new members to the value of CCA/CareSource as their health plan, providing education, answering members’ questions, anticipating, and meeting member needs and concerns
Documents members’ current healthcare services and new service requests
Ensures members continue to receive current healthcare services as they transition to CCA/CareSource through healthcare provider outreach and education
Schedules new members’ initial nurse intake visits
Utilizes communication skills such as motivational interviewing to gain agreement from members to participate in the onboarding process, persistently forging trusting relationships and engaging individuals not readily interested in connecting with CCA/CareSource
Utilizes established workflows and collaborates with internal and external stakeholders and healthcare providers
Provide clinical care to members via telehealth technologies (video, chat, etc.) for a clinically appropriate clinical care and care management services.
Perform any other job related duties as requested.